Autonomous workforce FAQ and troubleshooting

Last updated September 2026

 

• What is an autonomous workforce and AI specialist?

An autonomous workforce is a collection of various AI specialists each specializing in different domains. An AI specialist is a digital coworker that can take on a user role and automates the related tasks within that role. For example, the L1 IT Service Desk AI Specialist can self-assign tickets, diagnose issues, apply fixes, escalate when needed, and document all actions, operating autonomously within existing workflows and assignment groups.

 

• How do AI specialists differ from an AI Agents?

An AI agent typically handles a single task or a limited set of actions, such as resetting a password or answering a specific question. AI agents are often invoked included under agentic workflows, whereas AI specialists can work independently. AI Agents are only configured in AI Agent Studio, where AI specialists can also be configured by line business managers in workspaces. 

 

• What OOB AI specialists are available?

In the September 2026 release for Australia Patch 6 and Brazil EA1, the first OOB AI specialist is the  L1 Service Desk AI Specialist , shipped by ITSM. Other OOB AI specialists for HR, CRM, Operations, and Security are on the roadmap [Safe Harbor applies.] Required instance version: Zurich Patch 13, Australia Patch 6, and Brazil EA1. Required store app version: ServiceNow Otto for IT Service Management v17.0.9+. 

 

• What entitlement do I need for AI workers?

You will need a Pro Plus or Enterprise Plus SKU, or a "Prime" AI SKU. 

 

• Will AI workers consume ITIL licenses?

No. 

 

• Do AI specialists consume assists?

Yes. AI specialists consume assists based on their domain. For instance, the L1 Service Desk AI Specialist consumes 15 assists per assigned incident/invocation.

 

• Can I build/modify my own AI worker?

This is on the roadmap. 

 

• Do AI specialists support multiple languages?

This is on the roadmap, currently only English is supported.

 

• Do AI specialists support regulated markets (GCC) or domain separation?

This is on the roadmap.

 

• I'm not able to see AI specialist? 

Ensure that your instance version and store apps are installed and up to date to the latest version. Ensure that you have the sn_aia.admin role. The feature is only available on a Plus or Prime SKU.

 

• Do AI specialists replace Virtual Agent? 

No. The Virtual Agent is designed for conversational Chat interfaces, like Teams, Slack, and the portal. While some of the functionality is similar (e.g., Knowledge Lookups, etc.), Virtual Agent's interaction is specifically designed for Chat. 

 

• Do AI specialists replace human workers?

No, AI specialists don't replace human workers, they work alongside them. They can handle high-volume, repetitive tasks like resolving common IT tickets, answering FAQs, or triaging requests, so human workers can focus on work that requires judgment and expertise. Humans workers are still needed to configure AI specialists, oversee their outputs, handle exceptions, and tackle the complex cases that AI can't navigate on its own.

 

• What happens if an AI specialist is unable to resolve an issue?

Generally, the AI specialist will synthesize research and route it back to the same assignment group for a human agent to review their work and fill in any gaps.

 

• I'm encountering issues with my specialist. How do I troubleshoot?

First, ensure that you have the latest store apps for ServiceNow Otto and Autonomous Workforce installed and updated. You can also try repairing the plugin. Review the specialist's execution plan (sn_aia_execution_plan) to see which step may have failed. Also check the System Log for errors. 

 

 

For documentation on AI specialists, see here: https://www.servicenow.com/docs/r/intelligent-experiences/ai-workforce.html 

 

For documentation on the L1 IT Service Desk AI specialist, see here: https://www.servicenow.com/docs/r/it-service-management/l1-service-desk-ai-specialist.html